Guest Service Agent (GSA) at Bolton White Group

Bolton White Group is a group of hospitality brands providing exceptional services across all our business units. Our team is dedicated to providing a wide range of clients with world-class services. Bolton White Group is well regarded for its focus on international best practices in all aspects of its business. Bolton White Group is an independent entrepreneurial-driven institution offering a complete range of hospitality services with a focus on providing a ‘home away from home’ experience to our clients. By choosing to join Bolton White Group you have assumed your share of the responsibility for maintaining the high principles and standards to which we are dedicated.

We are recruiting to fill the position below:

Job Title: Guest Service Agent (GSA)

Location: Abuja (FCT)
Employment Type: Full-time

Job Purpose

• Guest Service Agent role is to ensure that the guests receive the highest level of service from the moment of reservation till check-out.

Main Duties & Responsibilities

• To optimize the utilization of the Property Management System of the hotel (IDS Next, Vision) and to provide training to all Front Office employees.
• Abide by the Front Office Operations Manual
• Abide and ensure all guest are registered on the loyalty program through Rate Tiger.
• Follow the established reservations guidelines.
• Ensure superior guest satisfaction by encouraging guests to review the hotel on Trip Advisor and Guest RevU / Kepsla.
• To ensure that KPIs are met completely and on time.
• Ensure compliance with all health, safety, environmental and legislative requirements (HSE). An HSE booklet will be given to you.
• Attend to any other duties as may be assigned by management.

Reservation:
Follow the procedures below.

• Fill up the Reservation Slip Form with all the necessary information.
• Print email and LPOs.
• Input all details in IDS Next
• Generate confirmation letter through IDS Next and send to guest or booker.
• File all printed documents accordingly and send out the next day arrival documents to the Front Desk

Check-in:
Follow the procedures below:

• All rooms are allocated prior to arrival and guests’ requests and preferences are taken into consideration.
• Print arrivals list and pre-filled registration cards.
• Welcome guests as per the hotel’s Standards, request for the guest ID and present the registration card for the guest’s signature.
• Check, process payment and issue system generated receipt for guest account booking without payment.
• Check-in the guest in IDS Next and activate the room key card.
• Conduct follow up calls to ascertain comfort of the guest.

Express Checkout:
Follow the procedures below:

• Inform all guests upon arrival that express check-out is available.
• Process all outstanding guest bills for payment prior to checkout.
• Email a copy of the zero-balance invoice to the guest’s email address.
• Deliver a zero-balance invoice and a farewell note signed by the General Manager to the guest room prior to departure.

Application Closing Date
15th September, 2024.